This document provides guidance on writing negative messages or delivering bad news. It discusses two approaches - direct and indirect. The indirect approach is recommended, which involves using a buffer at the beginning to soften the impact, then providing reasons and additional information before clearly stating the bad news. It should end on a positive note to maintain goodwill. Examples of buffers include appreciation, agreement, cooperation. The bad news should be de-emphasized and presented with alternatives or emphasis on what can be done. Positive language and assurances are also advised when delivering negative information.

1. Bad News
Messages
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2. NEGATIVE
MESSAGES“ A negative message is a
message written to convey
an unpleasant and
unfavorable information
without provoking the
annoyance of the readers.”
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3. What are our goals or purpose of negative
message ?
 To convey the bad news.
 To gain acceptance for it.
 To maintain as much good will as
possible.
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4. Two approaches
DIRECT
INDIREC
T
State the bad news first
•State the bad news.
•Give reasons.
•End with a positive close.
Open with a buffer and
soften the impact
•Begin with a buffer.
•Provide reasons & information.
•State the bad news.
•Close with confidence.
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5. The indirect approach
The following pattern of writing negative
message is followed:
Buffer Reasons Bad news
Positive
conclusion
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6. The buffer
A neutral or positive, non-controversial statement closely
related to the point of the message establishing common
ground with the reader.
•Thanks.
•Respectful.
•Relevant to situations or events.
•Neutral (implying neither yes or no).
•Providing smooth transition to the
reasons.
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7. Examples for buffer
Appreciation
Thank you for considering ABC as the
place to launch your career in
accounting.
Agreement
We both know how hard it is to make a
profit in this industry.
Cooperation
XYZ is here to smooth the way for restaurants
at the cutting edge of gourmet dining.
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8. Reasons and additional information
Lead the reader to your conclusion
before you say it straight out.
Maintain focus on the issues
Avoid hiding behind company policy but
provide a reasonable explanation.
Provide enough detail but be concise.
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9. Clear statement of the
bad news1. De-emphasize
the bad news: present it shortly, in
the middle of a sentence or
paragraph.
2. Use a conditional to provide an
alternative.
3. Emphasize what you can do or
have done, rather than what you
cannot do.
Make sure that
audience understands
the message.
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10. Close on a positive note
Express best wishes sincerely
Avoid a negative or uncertain conclusion.
(I trust our decision is satisfactory )
Be optimistic about the future.
Don't anticipate problems
(If you have further questions,
please write )
Don't show any doubt, about keeping
the person as a customer
(We hope you will continue to do
business with us)
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11. Examples of Positive Language in a
Negative Message
I must refuse your request. I will be out of town on the day you
need me.
We must deny your application. The position has been filled.
We cannot afford to continue
the program.
The program will conclude on May 1.
We must reject your proposal. We've accepted the proposal from
AAA Builders.
Much as I would like to attend. Our budget meeting ends too late for
me to attend.
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12. Ways to Begin a Bad-News
Letter
 Agreement
 Appreciation
 Assurance
 Compliment
 Cooperation
 Good-News
 Neutral Courtesy
 Understanding

13. AGREEMENT
 Agree with your reader on something, if
possible (perhaps business conditions, cost,
or any other pertinent item).

14. APPRECIATION
 Thank the reader (for a check,
information, application, request, inquiry,
cooperation, or whatever applies).

15. ASSURANCE
 Assure the reader of your careful
consideration and honest explanation of
all available facts about the problem.

16. COMPLIMENT
 Try to compliment the reader on
something good about his or her past
record or request ( sincerity, careful
listing facts, or others).

17. COOPERATION
 Show a sincere desire to be as helpful
as possible.

18. GOOD NEWS
 If you can grant any part of a request,
and you think your reader will be
pleased, begin with that good news.

19. NEUTRAL COURTESY
 Keep your opening paragraph
noncommittal. For instance, if you must
announce a price increase or service
decrease, use a neutral word such as
“change”.

20. UNDERSTANDING
 Show that you understand or
sympathize with the reader’s problem.

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